Applications & Infrastructure Major Incident Manager(职位编号：CHQ-0530047)
国际商业机器中国有限公司(IBM)
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-09
- 工作地点：北京
- 招聘人数：若干
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：专业顾问 项目经理
职位描述
Job description
The Applications & Infrastructure Major Incident Manager ("MIM") is a key member of the Major Incident Management Team ("MIM Team"), providing positive leadership and direction to the applications and infrastructure support groups involved with restoration of Production Services following the occurrence of Major Incidents ("MIs"). The MIM takes a lead role in ensuring that high impact, complex problems affecting in-scope applications and infrastructure are driven to restoration in an efficient and effective manner.
The MIM Team provides 24x7 coverage based on a 12 hour shift roster (one (1) MIM per shift). The MIM must arrive for work at least 20 minutes prior to the start time of each rostered shift to take a detailed hand over from the MIM on the previous shift.
DUTIES AND RESPONSIBILITIES
The MIM:
Manages service restoration for AP IGA Shared Service Priority 1 incidents affecting the production infrastructure environment. Leads the restoration chat to ensure focus and intervenes or escalates (to Support Team Leads, Managers, SMEs, SOM, SD Executive) if the discussion stalls or escalates.
Manages service restoration for agreed AP-hosted Critical Applications, working closely with the AFP (Application Focal Point).
Manages Priority 2 incidents that have the potential for greater impact to IGA eg. Network slow response at an IBM site, Run Critical Apps, GNA Domlog full and staging servers. Priority 1 incidents will take precedence at all times.
Sends required Executive Alerts (EA) for AP IGA eligible Priority 1 incidents in accordance with the GEAN process (Note: AT&T send EAs for Power9, Situation Managers in China & India send their own EAs). EAs sent on behalf of AT&T BlueSky will be based on information available from AT&T at the time. All initial EAs must be sent within 60 minutes.
Requirements:
The MIM must be / have:
Analytical, decisive and self motivated.
Very strong written and verbal English language communication skills.
The ability to understand technical concepts relating to end to end management of applications and their operating environments.
Comprehensive understanding of the ITS (SD) and GBS (AS) organisation structures supporting BT/IT, including a comprehensive understanding of the systems management disciplines, functions, responsibilities and products/tools used within GBS (AS) and ITD (SD).
Strong team skills.
Maturity, confidence and assertiveness.
Strong negotiation skills.
Technical Support experience in the following disciplines an advantage: Networking, Server, Domino, Web Hosting.
Service Management / Service Operations Management experience in the Incident, Problem, Change disciplines an advantage. Basic knowledge required.
ITIL knowledge / certification an advantage.
The ability to cope with night shift is critical.
Required
Bachelor's Degree
At least 5 years experience in related working experience
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
The Applications & Infrastructure Major Incident Manager ("MIM") is a key member of the Major Incident Management Team ("MIM Team"), providing positive leadership and direction to the applications and infrastructure support groups involved with restoration of Production Services following the occurrence of Major Incidents ("MIs"). The MIM takes a lead role in ensuring that high impact, complex problems affecting in-scope applications and infrastructure are driven to restoration in an efficient and effective manner.
The MIM Team provides 24x7 coverage based on a 12 hour shift roster (one (1) MIM per shift). The MIM must arrive for work at least 20 minutes prior to the start time of each rostered shift to take a detailed hand over from the MIM on the previous shift.
DUTIES AND RESPONSIBILITIES
The MIM:
Manages service restoration for AP IGA Shared Service Priority 1 incidents affecting the production infrastructure environment. Leads the restoration chat to ensure focus and intervenes or escalates (to Support Team Leads, Managers, SMEs, SOM, SD Executive) if the discussion stalls or escalates.
Manages service restoration for agreed AP-hosted Critical Applications, working closely with the AFP (Application Focal Point).
Manages Priority 2 incidents that have the potential for greater impact to IGA eg. Network slow response at an IBM site, Run Critical Apps, GNA Domlog full and staging servers. Priority 1 incidents will take precedence at all times.
Sends required Executive Alerts (EA) for AP IGA eligible Priority 1 incidents in accordance with the GEAN process (Note: AT&T send EAs for Power9, Situation Managers in China & India send their own EAs). EAs sent on behalf of AT&T BlueSky will be based on information available from AT&T at the time. All initial EAs must be sent within 60 minutes.
Requirements:
The MIM must be / have:
Analytical, decisive and self motivated.
Very strong written and verbal English language communication skills.
The ability to understand technical concepts relating to end to end management of applications and their operating environments.
Comprehensive understanding of the ITS (SD) and GBS (AS) organisation structures supporting BT/IT, including a comprehensive understanding of the systems management disciplines, functions, responsibilities and products/tools used within GBS (AS) and ITD (SD).
Strong team skills.
Maturity, confidence and assertiveness.
Strong negotiation skills.
Technical Support experience in the following disciplines an advantage: Networking, Server, Domino, Web Hosting.
Service Management / Service Operations Management experience in the Incident, Problem, Change disciplines an advantage. Basic knowledge required.
ITIL knowledge / certification an advantage.
The ability to cope with night shift is critical.
Required
Bachelor's Degree
At least 5 years experience in related working experience
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
公司介绍
For nearly 100 years, IBM has created products to handle information. Today, as the world's largest information technology company, it invents, develops and manufactures the most advanced information technologies computer systems, software, storage systems and microelectronics. But that's just for starters. After decades as the undisputed leader in the computer hardware business, IBM has transformed itself into an information technology services business. It is passionately committed to adding value for our clients from helping to keep grocery shelves stocked to simultaneously providing medical imagery to physicians an ocean apart. Its solutions, services and consulting offerings are revolutionizing the way people, organizations and enterprises operate including itself.
在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。
在过去的近一百年里，世界经济不断发展，现代科学日新月异，IBM 始终以超前的技术，出色的管理和独树一帜的产品领导着信息产业的发展，保证了世界范围内几乎所有行业用户对信息处理的全方位需求。众所周知，早在1969年，阿波罗宇宙飞船载着三名宇航员，肩负着人类的使命，首次登上了月球；1981年哥伦比亚号航天飞机又成功地飞上了天空。这两次历史性的太空飞行都凝聚着IBM无与伦比的智慧。IBM的事业就象宇宙飞船一样永远向着更高的目标不断奋进，造福人类。